Salesforce: Administración de Service Cloud
nanforiberica
CURSO
Salesforce: Administración de Service Cloud
Modalidad: Webinar. Sesiones en aula virtual con profesor
Contacto: soporte@nanforiberica.com
Tutores: Javier Lozano Moreno - javierl@nanforiberica.com
ESPECIALIDAD
Salesforce - Administrators
DESCRIPCIÓN DEL CURSO
Servicios de valor con Salesforce:
Soluciones tecnológicas
Soluciones verticales
Integración con terceros
Soluciones de movilidad
Soluciones de Formación
Descripción cursos
Plataforma Apex
DIRIGIDO A
Service Cloud Administration is designed for:
* Administrators with at least 6 months experience using Salesforce and/or
* Administrators who have completed the Administration Essentials for New Administrators course
REQUISITOS DE SOFTWARE Y HARDWARE
Hardware: PC Multimedia
Pentium IV o superior, 1 Gb de memoria, tarjeta de sonido, altavoces/cascos
Software:
Windows Vista, Windows 7 o Windows 8
Navegador de internet (Internet Explorer 9 o superior, Mozilla, Firefox, Chrome o cualquier navegador actual compatible con html5)
CONTENIDOS DEL CURSO
- Case Management, Automation, and Entitlements
- Create a support process to meet business requirements.
- Extend Salesforce automation to the service and support environment with web-to-case, workflow from case comments, case queues, assignment rules, and escalation rules.
- Understand Entitlement Management.
- Salesforce Knowledge
- Understand the key concepts of Salesforce Knowledge.
- Define the differences between Solutions and Salesforce Knowledge.
- Complete the features required to deploy Knowledge using article types, data categories and case integration.
- Understand Knowledge Centered Support.
- Setting Up and Customizing the Console for Service
- Understand the functionality of the Salesforce Console for Service.
- Assign Service Cloud User licenses to users.
- Create a Service Console app.
- Understand Live Agent.
- Enable and add Live Agent to the Console.
- Understand the basics of CTI.
- Enable and add the Salesforce Open CTI Demo to the Console.
- Enhancing Service with Communities and Chatter Answers
- Understand the use cases, goals, and setup of Communities.
- Enable Communities in a Salesforce organization.
- Create a Community.
- Add external members to a community.
- Understand the functionality of Chatter Answers.
- Configure zones to determine content availability.
- Integrate Answers into the Call Center.
- Integrate Answers into a community.
- Evaluación final
- Cuestionario de Calidad
Nota:
Los contenidos podrán sufrir variaciones para adecuarse al grupo y las novedades de Salesforce.